Resolve Service Incident Nov 2, 2023 - Frequently asked questions
Frequently asked questions
What caused the Zendesk Help Center outage on November 2, 2023?
The Zendesk Help Center outage on November 2, 2023, was primarily caused by an outage at Zendesk's primary CDN vendor. This affected an internal service responsible for updating domain routing configurations. The issue was compounded by the domain…
How was the Zendesk Help Center outage resolved?
The Zendesk Help Center outage was resolved through a series of strategic steps. Initially, the domain routing configuration was temporarily disabled to prevent further issues. Domains potentially impacted were added to a CDN-bypass list, and a…
What were the remediation steps after the Zendesk outage?
Following the Zendesk outage, several remediation steps were implemented to prevent future incidents. These included adding additional checks in the domain routing configuration service to ensure host-mapped subdomains are correctly configured….
Were existing host-mapped subdomains affected during the Zendesk outage?
Existing host-mapped subdomains were generally unaffected during the Zendesk outage unless their TLS certificates had expired. The issue primarily impacted new subdomains routed through the affected CDN. The outage was due to a malfunction in the…
What was the timeline of the Zendesk Help Center outage in November 2023?
The Zendesk Help Center outage began on November 2, 2023, at 11:54 UTC and lasted until November 6, 2023, at 19:00 UTC. During this period, a subset of Guide customers across all Pods experienced issues loading their Help Centers. The outage was…
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